• Job Description

  Req#: 485839

  Customer Success Manager

  About Conterra

  Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network.

  We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider.

  Fiber driven. People powered.

  Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart.

  As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team.

  And that’s where you come in.

  The position is a unique opportunity to

  · As a Customer Success Manager, you will play an essential role in ensuring that Conterra’s top strategic customers receive a differentiated white glove experience.

  · Build strong relationships with a wide range of contacts within your assigned account base and partner with our Strategic Account Executives to retain and grow the revenue.

  · Act as the primary point of contact for customer inquiries, feedback, concerns, and escalations.

  · Work closely with internal teams and departments to ensure customers’ needs are met.

  · Proactive customer engagement to align strategies and ensure Conterra is staying abreast of the customers initiatives and potential challenges so we can act as their trusted advisor.

  What you will be doing

  · Act as the primary point of contact for Conterra’s top accounts guiding them through the customer journey.

  · Attend customer kickoff calls, activation calls, and post implementation hand off meetings to act as a liaison for the customer and ensure we are staying on target for solution design and timelines.

  · Review billing accuracy and conduct first bill review with the customer and assist in bill dispute resolution.

  · Provide escalations and ensure prioritization of trouble ticket resolution.

  · Conduct monthly/quarterly business reviews alongside Strategic Account Executive to include:

  1. Trouble ticket history
  2. Order status
  3. Utilization reports
  4. New product initiatives
  5. Technical Design review

  · Process moves, adds or changes as requested by the customer or Strategic Account Executive.

  · Provide input (e.g., Trouble Tickets, Service Orders) for Executive Briefing for Account Team use as requested by executives/VP+.

  What you will need

  · 5+ years of experience working in a CSM, sales support or retention role preferably in the telecommunications industry.

  · High School diploma with a preference for an advanced degree (BA or Associates)

  · Ability to work in a fast-paced sales environment, supporting the largest accounts with high demands and expectations.

  · Excellent communication and organization skills.

  We are even more excited if you are

  · Passionate about creating a positive client experience.

  · Highly driven with a strong sense of urgency.

  · Ability to handle multiple tasks and support both sales and customers simultaneously.

  · Exceptionally detail oriented.

  What we offer

  · Core values that embody teamwork, integrity, and excellence

  · A super talented team who values hard work, success, and fun :)

  · Work/ Life Balance

  · Premium health benefits (medical, dental, vision, flex spending, etc.)

  · Flexible and generous PTO schedule + paid holiday schedule

  · 401K program

  Diversity & Inclusion

  Conterra celebrates and supports diversity for the benefit of our employees, our business, and our community. We are proud to be an equal opportunity employer and a workplace which leverages and thrives on the diversity and inclusion of everyone on our team to drive excellence throughout our organization.

• About the company

  Conterra provides high-performance network solutions for Enterprise, Carrier/Wholesale, K-12 Education and Healthcare organizations industries in metro and rural areas, coast to coast.

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